We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 1466 results
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Decision Reference DRN7388202
7 Oct 2014 Nationwide Building Society Not upheldPayment protection insurance (PPI)Mr T complains about a single premium payment protection insurance policy (“PPI”) added to his loan account by Nationwide Building Society (“Nationwide”). He approached Nationwide for a loan in January 1999. He complains that he was mis-sold the PPI by Nationwide.backgroundMr T compla... (3 pages)View decision -
Decision Reference DRN-5761202
25 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5761202 The complaint Mrs M and Mr M complain about NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NW’) defaulting their accounts. What happened While I might not comment on everything (only what I consider key) this is not meant as a discourtesy to either party – it reflects my... (3 pages)View decision -
Decision Reference DRN1685648
4 Feb 2019 Legal & General Insurance Limited UpheldInsurance (excluding PPI)Mr H and Mrs S say Legal & General Insurance Limited (L&G) unfairly declined their claim on their home insurance policy.backgroundAn agent visited Mr H and Mrs S from their water supplier in April this year. He said a leak had been traced to their property. ... (4 pages)View decision -
Decision Reference DRN-3247693
14 Jan 2022 Topaz Finance Limited UpheldMortgagesDRN-3247693 The complaint Miss T complains that Topaz Finance Limited trading as Siberite Mortgages (Siberite) agreed to a payment holiday on her joint Buy to Let (BTL) mortgage without her consent. What happened Miss T had a BTL mortgage with Siberite in the names of herself and her ex-pa... (4 pages)View decision -
Decision Reference DRN-5759168
15 Sep 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5759168 The complaint Mr T complains that Bank of Scotland plc trading as Halifax didn’t treat him fairly when it declined to extend the term of his interest only mortgage and offer a lower interest rate. A third party – who I’ll refer to as Ms T – has dealt with the complaint on be... (3 pages)View decision -
Decision Reference DRN-5750985
26 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5750985 The complaint Mr G is unhappy that Barclays Bank UK PLC, trading as Barclaycard, didn’t provide him a level of forbearance he feels they should have provided in consideration of his mental health and his poor financial position. What happened Mr G has a credit account with ... (3 pages)View decision -
Decision Reference DRN-3493642
16 Jun 2022 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-3493642 The complaint Mr C has a hire purchase agreement with Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (VWFS). He has complained VWFS didn’t treat him fairly when he asked for help with his agreement. What happened Mr C acquired a new car under a fo... (3 pages)View decision -
Decision Reference DRN7227697
30 Dec 2013 Nationwide Building Society Not upheldPayment protection insurance (PPI)Mr L complains about a single premium payment protection insurance policy (“PPI”) added to his loan account by Nationwide Building Society (“Nationwide”). He approached Nationwide for a loan to purchase a car in December 2002. He complains that he was mis- sold the PPI by Nationwide.b... (3 pages)View decision -
Decision Reference DRN1754438
4 Jul 2019 PDL Finance Limited UpheldBanking and creditMr E says PDL Finance Limited (trading as Mr Lender) lent to him irresponsibly. He says the loans trapped him in a debt spiral and the repayments took up most of his income and so he had to borrow again.backgroundThis complaint is about ten short term loans Mr Lend... (4 pages)View decision -
Decision Reference DRN6399542
20 Nov 2020 The Co-operative Bank Plc Not upheldBanking and creditMr and Mrs S complain about their treatment by their mortgage lender, The Co-operative Bank Plc trading as Platform. They say Platform hasn’t shown understanding and consideration towards their health conditions, failed to recognise their financial situation was improving, and unnecessaril... (4 pages)View decision